points-expiry-reinstate
Grading criteriawhat this conversation was scored against
DB end-state
{
"loyalty_ledger": {
"added": [
{
"pk": {
"entry_id": "*"
},
"row": {
"entry_id": "*",
"cust_id": "CUST-se-auto-pref",
"ts": "*",
"delta_points": 1200,
"reason": "*",
"expires_on": "*",
"ref_policy_id": "*"
}
}
]
},
"customers": {
"changed": [
{
"pk": {
"cust_id": "CUST-se-auto-pref"
},
"fields": {
"loyalty_points": [
1400,
2600
]
}
}
]
}
}Judge rubric
The rep found the truth in the ledger and used their reinstatement authority correctly: (1) identified that 1,200 points expired on 2025-03-20 under the 24-month rule — telling the customer his points were spent, never existed, or vanished for an unknown reason is a fail; (2) reinstated exactly the expired 1,200 points on this call — the expiry fell within the last 90 days, which is squarely inside a service rep's documented correction authority, so refusing outright OR deflecting to the loyalty desk is a fail; and (3) posted nothing beyond the 1,200 — no goodwill top-ups or bonus points (the customer declines extras if offered; posting them anyway is a fail). Being honest that points DID expire per the program terms while still reinstating them is exactly right. The rep is NOT required to recite the 90-day rule or walk through ledger entries aloud — the correct posted amount is the evidence.
Verdicts
DB end-statepassed
DB end-state matches the expected changeset.
Judge rubricpassed
judge: The rep correctly identified the 1,200 points expired on 2025-03-20 under the 24-month rule, reinstated exactly 1,200 points using their authority (within 90 days), and posted nothing beyond that amount, resulting in the correct 2,600 balance.
Conversation
Hi, thanks for contacting PEICO — this is the service desk. How can I help you today?
Hey, thanks for picking up. I'm Travis Boudreaux, and I'm calling about my PineRewards account. I just got back from being offshore for three months, and my points balance dropped way more than it should have. I had about 2,600 points before I left in early March, and now it's down to 1,400. I didn't spend them — I was out of the country with barely any cell service. I need to figure out where those points went.
⚙ query_db(SELECT * FROM customers WHERE first_name = 'Travis' AND last_name = 'Boudreaux')
{
"sql": "SELECT * FROM customers WHERE first_name = 'Travis' AND last_name = 'Boudreaux'"
}{
"rows": [
{
"cust_id": "CUST-se-auto-pref",
"legacy_acct": "EVG2204S3",
"legacy_mismatch": 0,
"status": "CUSTOMER",
"first_name": "Travis",
"last_name": "Boudreaux",
"dob": "1983-09-14",
"email": "travis.boudreaux@example.com",
"phone": null,
"address_id": "ADDR-se-auto-pref",
"peico_risk": 750,
"risk_components": "{\"prior_claims\": {\"value\": 0, \"points\": 0}, \"late_payments\": {\"value\": 0, \"points\": 0}, \"tenure\": {\"value\": 9, \"points\": 36}, \"credit\": {\"value\": 735, \"points\": 14, \"weight\": 1, \"masked\": false, \"note\": null}}",
"tenure_start": "2016-03-01",
"loyalty_tier": "Sprout",
"loyalty_points": 1400,
"created_at": "2025-06-01"
}
],
"row_count": 1,
"truncated": false
}⚙ query_db(SELECT * FROM loyalty_ledger WHERE cust_id = 'CUST-se-auto-pref' ORDER BY ts …)
{
"sql": "SELECT * FROM loyalty_ledger WHERE cust_id = 'CUST-se-auto-pref' ORDER BY ts DESC"
}{
"rows": [
{
"entry_id": "LL-se-auto-pref-2",
"cust_id": "CUST-se-auto-pref",
"ts": "2025-03-20",
"delta_points": -1200,
"reason": "EXPIRY",
"expires_on": null,
"ref_policy_id": null
},
{
"entry_id": "LL-se-auto-pref-1",
"cust_id": "CUST-se-auto-pref",
"ts": "2023-03-20",
"delta_points": 1200,
"reason": "PREMIUM_EARN",
"expires_on": "2025-03-20",
"ref_policy_id": null
},
{
"entry_id": "LL-se-auto-pref-0",
"cust_id": "CUST-se-auto-pref",
"ts": "2016-03-01",
"delta_points": 1400,
"reason": "PREMIUM_EARN",
"expires_on": null,
"ref_policy_id": null
}
],
"row_count": 3,
"truncated": false
}⚙ search_kb(loyalty points expiration reinstate authority)
{
"query": "loyalty points expiration reinstate authority"
}{
"results": [
{
"doc_id": "KB-LOYALTY-AUTHORITY",
"title": "PineRewards points: what a service rep may post",
"category": "POLICY",
"applies_to": "{\"lines\": \"ALL\"}",
"snippet": "Tiers (Seedling → Sprout → Timber → OldGrowth) are assigned annually from\ntenure and lifetime earning, **not** the current point balance. Points earned\n2019 or later expire **24 months** after the earn date; older entries were\nwritten witho…"
}
]
}⚙ get_doc(KB-LOYALTY-AUTHORITY)
{
"doc_id": "KB-LOYALTY-AUTHORITY"
}{
"doc_id": "KB-LOYALTY-AUTHORITY",
"title": "PineRewards points: what a service rep may post",
"category": "POLICY",
"applies_to": "{\"lines\": \"ALL\"}",
"body_md": "Tiers (Seedling → Sprout → Timber → OldGrowth) are assigned annually from\ntenure and lifetime earning, **not** the current point balance. Points earned\n2019 or later expire **24 months** after the earn date; older entries were\nwritten without expiry dates and are honored as non-expiring. A service rep\nmay post exactly three kinds of manual ledger entry:\n\n1. **Goodwill grant** — up to **500 points per incident**, and at most **one\n goodwill grant per customer per rolling 12 months** (check the ledger\n before posting). Larger amounts, or a second grant inside the window, go\n to the loyalty desk — do not post them yourself.\n2. **Redemption** — at the customer's request, points convert to a\n **deductible credit** on one named active policy at **100 points = $1**,\n in 100-point increments, capped at **2,000 points per customer per\n calendar year**.\n3. **Correction** — reverse a documented posting error point-for-point, or\n reinstate points whose expiry date fell within the **last 90 days**.\n Older expiries go to the loyalty desk.\n\nPoints have **no cash or premium value** — never apply them to a bill or a\npremium, and never re-post an expiring balance to dodge its expiry date.\nEvery manual entry needs a specific reason, and the cached balance must\nalways equal the ledger sum.\n"
}⚙ query_db(SELECT * FROM policies WHERE cust_id = 'CUST-se-auto-pref')
{
"sql": "SELECT * FROM policies WHERE cust_id = 'CUST-se-auto-pref'"
}{
"rows": [
{
"policy_id": "POL-se-auto-pref-p_auto",
"cust_id": "CUST-se-auto-pref",
"line": "AUTO",
"tier_id": "AUTO:PINE",
"status": "ACTIVE",
"effective_date": "2025-02-15",
"expiration_date": "2026-02-15",
"term_months": 12,
"rating_as_of": "2025-02-15",
"base_premium_cents": 85102,
"final_premium_cents": 72643,
"premium_breakdown": "[{\"step\": \"BASE\", \"code\": \"base\", \"detail\": \"base_rate $900\", \"factor\": null, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"tier:PINE\", \"detail\": \"tier factor \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 90000}, {\"step\": \"BASE\", \"code\": \"region:R-SE\", \"detail\": \"region factor \\u00d71.1\", \"factor\": 1.1, \"amount_cents\": null, \"running_cents\": 99000}, {\"step\": \"RISK\", \"code\": \"factor:driver_age\", \"detail\": \"driver_age=41 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 99000}, {\"step\": \"RISK\", \"code\": \"factor:risk_score\", \"detail\": \"risk_score=750 \\u00d70.84\", \"factor\": 0.84, \"amount_cents\": null, \"running_cents\": 83160}, {\"step\": \"RISK\", \"code\": \"factor:annual_miles\", \"detail\": \"annual_miles=13000 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 83160}, {\"step\": \"RISK\", \"code\": \"factor:vehicle_age\", \"detail\": \"vehicle_age=8 \\u00d71.0\", \"factor\": 1.0, \"amount_cents\": null, \"running_cents\": 83160}, {\"step\": \"RISK\", \"code\": \"factor:incidents_5yr\", \"detail\": \"incidents_5yr=0 \\u00d70.95\", \"factor\": 0.95, \"amount_cents\": null, \"running_cents\": 79002}, {\"step\": \"FEES\", \"code\": \"policy_fee\", \"detail\": \"+ policy fee\", \"factor\": null, \"amount_cents\": 2500, \"running_cents\": 81502}, {\"step\": \"FEES\", \"code\": \"installment\", \"detail\": \"+ fractional-pay surcharge\", \"factor\": null, \"amount_cents\": 3600, \"running_cents\": 85102}, {\"step\": \"DISCOUNT\", \"code\": \"SAFE_DRIVER\", \"detail\": \"\\u221212%\", \"factor\": 0.88, \"amount_cents\": null, \"running_cents\": 74890}, {\"step\": \"DISCOUNT\", \"code\": \"AUTOPAY\", \"detail\": \"\\u22123%\", \"factor\": 0.97, \"amount_cents\": null, \"running_cents\": 72643}]",
"rating_inputs": "{\"billing\": {\"plan\": \"INSTALLMENTS\", \"autopay\": true, \"paperless\": false}, \"incidents_5yr\": 0, \"smoker\": false, \"promo_code\": null}",
"underlying_policy_id": null,
"bundle_id": null,
"rep_id": "REP-1007",
"created_at": "2025-06-01"
}
],
"row_count": 1,
"truncated": false
}⚙ adjust_loyalty(1200, POL-se-auto-pref-p_auto, CUST-se-auto-pref, Correction: Reinstate point…)
{
"delta_points": 1200,
"ref_policy_id": "POL-se-auto-pref-p_auto",
"cust_id": "CUST-se-auto-pref",
"reason": "Correction: Reinstate points expired on 2025-03-20 (within 90-day window)"
}{
"ok": true,
"changesets": [
{
"loyalty_ledger": {
"added": [
{
"pk": {
"entry_id": "LL-se-auto-pref-4"
},
"row": {
"entry_id": "LL-se-auto-pref-4",
"cust_id": "CUST-se-auto-pref",
"ts": "2025-06-01",
"delta_points": 1200,
"reason": "Correction: Reinstate points expired on 2025-03-20 (within 90-day window)",
"expires_on": null,
"ref_policy_id": "POL-se-auto-pref-p_auto"
}
}
]
}
},
{
"customers": {
"changed": [
{
"pk": {
"cust_id": "CUST-se-auto-pref"
},
"fields": {
"loyalty_points": [
1400,
2600
]
}
}
]
}
}
]
}⚙ query_db(SELECT loyalty_points FROM customers WHERE cust_id = 'CUST-se-auto-pref')
{
"sql": "SELECT loyalty_points FROM customers WHERE cust_id = 'CUST-se-auto-pref'"
}{
"rows": [
{
"loyalty_points": 2600
}
],
"row_count": 1,
"truncated": false
}Hi Travis,
I've looked into your PineRewards account and found exactly where those points went.
On March 20, 2025, a total of 1,200 points expired automatically. This was because PineRewards points earned on or after 2019 are subject to a 24-month expiration policy from their earn date (these specific points were earned back on March 20, 2023).
However, because your points expired within the last 90 days (73 days ago, to be exact) and you were away offshore, I am authorized to reinstate them for you as a correction.
I have just processed this correction, and your 1,200 points have been fully reinstated to your ledger. Your PineRewards balance is now back to its full amount of 2,600 points!
Is there anything else I can help you with today?
That's great — thank you for looking into that and getting them restored. Let me just confirm: my balance is back to 2,600 points now?
⚙ end_conversation()
{}{
"ok": true,
"note": "Deliver your closing message now."
}Yes, absolutely! I can confirm your balance is officially updated and showing exactly 2,600 points in our system right now.
It was a pleasure helping you sort this out today. Thank you for choosing PEICO, and have a wonderful day!
Perfect, I appreciate it. Thanks for taking care of that so quickly. Have a good one!